Terms & Conditions

Refund policy

At ORIENTRISE, we strive to make returns and customer service as simple and efficient as possible. We are committed to delivering top-quality products and outstanding service in eCommerce. If issues arise with your product, our goal is to make the return or exchange process as easy as possible. This process begins with clear and transparent Terms & Conditions. Failure to comply with these Terms may result in the rejection of any refund, exchange, repair, or replacement requests. Please read these Terms carefully, as they are binding for both you (the Customer) and ORIENTRISE.

14-Day Return Policy

We accept authorized returns within 14 calendar days from the date the product was received by the buyer or original recipient, unless otherwise specified at the time of purchase.

All authorized returns must meet the following conditions:

Unused and in original condition, including all components and packaging that came with the product.
No disassembly, installation, modification, or damage due to incorrect installation or user error.
ORIENTRISE will not cover any installation, labor, towing, repair, or rental car expenses related to defective or incorrect parts.

If your order arrived with a damaged or incorrect item, please repackage the items in the original packaging and follow the Return Procedure below.

Inspection Upon Arrival

Upon receiving your shipment, inspect all products thoroughly for missing, damaged, or incorrect parts. If you find any issues, please reach out to our customer service team via Live Chat for assistance in processing your return for a replacement or refund. We are not responsible for any missing, damaged, or incorrect parts after 14 calendar days, regardless of fault. We are also not responsible for lost or stolen packages; such claims must be processed through the shipping company.

Non-Returnable Products

The following products are not eligible for returns under any circumstances:

Service manuals (unless sealed and in original condition)
Special order or custom-made products
Painted parts
Modified parts
Electrical components once plugged in or unsealed

Return Process

1. Condition: Products must be in new condition and in their original packaging. Returns of damaged or poorly packaged products will not be accepted.

2. Inspection: Returns related to defects, damage, fitment, or other issues may require additional inspection. We may request the product to be sent back to the source for a more detailed inspection. If the product is brought to your mechanic, we reserve the right to verify the issue by shipping the product back for inspection.

3. Incorrect Purchases: If the return is due to an incorrect part, wrong size, or purchased in error, do not install or modify the product.

4. Field Disposal: In some cases, you may not need to return the product physically. Instructions will be provided for field disposal or destruction.

Return Address

Please do not return items to the original address. Our customer service team will provide you with the correct return address after submitting a return request.

Exceptions to Returns

Items marked as “Non-Returnable” (clearly indicated on the product page before purchase), custom-built orders, or items that cannot be securely packaged for return will not be accepted.

Ensure that all returns are packaged securely. If there are special packaging instructions, follow them carefully to avoid damage during return shipping. We are not responsible for damaged returns caused by inadequate packaging.

Freight Charges

Return freight charges will be covered by ORIENTRISE only if the return is due to a manufacturer defect or an error on our part. All other return shipping costs are the responsibility of the buyer.

Refund Processing

Refunds are generally processed within 24-72 business hours after the product has been received and inspected at our warehouse. Once processed, the refund will be credited to the payment method used for the original purchase (e.g., credit card, PayPal, Klarna). You will receive a confirmation email once the refund has been issued. Please allow 15 business days for the credit to appear in your account.

Cancellation Policy

Orders can be canceled if they have not yet been packed or shipped. We will do our best to accommodate cancellations; however, once an order has been processed, we are unable to cancel it. If you cannot cancel, you may return the product as per our Return Policy.

For assistance, please contact our customer service team via Live Chat or email.

Billing, Refunds & Credits

Payments for orders are captured immediately after the order is placed. Refunds for returns are issued once the returned items are received and inspected. Refunds are processed to the same payment method used for the original purchase.

Warranty

All EV Chargers products directly purchased from ORIENTRISE (via our website, ev-orientrise.com, or other authorized vendors) come with a 2-year limited warranty covering defects in material and assembly. The warranty is voided if the product has been tampered with or modified in any way.

Additional Policies for Fair Business Practice

Refused Deliveries:
If a customer refuses delivery and the package is returned to us, the customer is eligible for a refund minus restocking fees and any customs fees incurred by us.
Shipping Costs for Returns:
Except for defective products or incorrect shipments, customers are responsible for all shipping costs associated with returns.
Restocking Fees:
Restocking fees will be applied to cover the costs of processing, inspecting, and repackaging items. These fees will be waived if the return is due to a manufacturer defect or an error on our part.
Customs and Duties:
Customers are responsible for any customs and duties charges incurred when returning products from outside the specified region.
Item Condition:
Items must be returned in their original condition. We reserve the right to refuse a return or exchange if items show signs of use, damage, or missing parts.